Customer Experience Manager (B2C)

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• Define the 360-customer experience strategy for the business line.
• From the CEX strategy, gather all touchpoint inputs fromallengagement contributors (Comm Strategy, Lead Management, Salesforce, Consumercare,CustService, Dealer,etc.) to present a 360 engagement strategy to regions
• Maps the overall customer journey through deep understanding customer needs, channels, touchpoints and enablers to solve their problems related to tire and beyond tires
• Creates tools and enablers and provides guidelines to help the regions implement the G2M Customer Experience Strategy
• Commissions research and in-market experiments to deliver innovative experiences strategies based on data-backed insights
• Leverage the use of CRM to develop innovative and personalized customer experiences
• Contribute to the LB marketing brief that will allow DCEM to build the communication strategy and its assets
• Validate the overall end to end Customer Communication plan and assets to be deployed in the Region
• Ensure continuous improvement of the customer experience based on region feedbacks
• Coordinate in a highly matrixed organization (several stakeholders) the CEM strategy and rally team to a consensus
• Defines & monitors the Brand & G2M CEM key performance metrics and recommends corrective actions (Conversion, SEO, Leads, Bounce etc) to various stakeholders (leadership team, Region engagement and digital team, DCEM, etc.)
• Track and steer the overall experience performance and challenge various stakeholders when deviation from plans.
• Manages and allocates the global CEM & Advertising budget based on prioritization tied with kpis and CLV investments to the segments
• Benchmark Customer Experience with other organizations seen as best in class.
• Manage agency partner on Ad- Hoc projects linked to the overall strategic approach
• Sets the consumer data base strategy and best practices on data management, acquisition, retention, clean rooms to connect the data signals to insights.
• Be the referent of the LB on the Customer Experience / journey
• Responsible for the content strategy to provide the right content at the right in the consumer journey.
• Create the foundation to build a healthy lead generation strategy working closely with regions to test, learn, automate.

KEY EXPERIENCES IN:

• Omnichannel marketing
• Marketing or communication plans
• CRM
• Lead generation
• Media
• Building customer journeys
• Market insights to churn data into a story/insight/journey